With our latest release we have improved the reporting available for Articles. A new section called “Search results” shows you what keywords your customers are searching for and how often, the click through rate and average number of articles returned for each keyword, and the performance of those articles. Improvements to the “Article engagement section” now show you the performance of an article over time, positive and neutral reactions in addition to negative reactions, and viewing improvements like filters and toggling between numbers or percentages.

Why was this change made?

The old version did not support exporting stats related to our new product Surveys as well as Product Tours and Series. With this new version, workspaces can export the performance of outbound messages, bots, and surveys!

What does this mean for me?

• You can now export all of your outbound messaging data for a given time period by using our new Message Content Data API endpoint - read the documentation to learn more.

Apply tags to Answers to help organize your Resolution Bot content. New filters for tags on the Answers list also make finding specific Answers a breeze. With tags you can better manage your Answers as you scale.

We have added Ukrainian as a supported end-user language for all customers. This includes support across customer-facing experiences provided by Messenger, Articles, and Resolution Bot, making it easier for businesses and organizations to communicate with people in Ukraine.

You can now enjoy the increased flexibility and simplicity of designing emails with our new multi-column email layouts and editor improvements.

• Design emails faster and with ease by inserting multicolumn layouts directly into your email via our editor - edit these layouts to best suit your needs.
• Preview how your email will look on web and mobile directly in the email editor.
• We’ve added an undo/redo button in the email editor as well.

From nurture campaigns to onboarding experiences—and much more—Surveys helps you capture and automatically act on valuable customer insights.

Here’s why you will love Intercom Surveys:

• Increased Response Rate: Reach your customers in the moment by sending surveys on web and mobile*
• Enrich Customer Data: Save your customers’ responses to survey questions as user attributes in Intercom - use this data to trigger campaigns, provide customer-facing teams with additional information, and more
• Drive Engagement: Use Series and Surveys to create personalized workflows to drive action based on customers’ unique needs and preferences
• Strong Targeting: Leverage your existing customer data in Intercom to ensure you’re targeting the right customers
• Simple and Customizable: It’s quick and easy to create surveys that match the look and feel of your brand
• Detailed Reporting: Analyze survey results right on our platform or export your survey results via CSV

Check out Surveys, or visit our help center to learn more.

*In order to use mobile surveys, ensure you are on a minimum SDK version of 12.0.0 for Android & iOS.

With Switch, it’s not just possible, but easy to move inbound call volume to messaging — built to handle support at any scale, and reduce wait times for your customers.

Why Switch?

• It’s fast: Customers want answers fast, and using Switch means they don’t have to wait on hold—they can just seamlessly switch to messaging for quick answers
• It’s easy: Your customers can simply select the option to switch when they call
• It’s cost-effective: Moving calls to messaging is more cost-effective and more efficient for your team, so you can scale support without hiring more people
• It’s personal: You can provide a personalized experience when they reach the Messenger
• It works right away: Switch works with any phone provider, and is completely code-free

To learn more, visit our help center, or check out Switch in Settings.

Apply tags to Articles to help organize your content. New Article filters for tags also make finding Articles a breeze. With tags you can better manage your Articles content as you scale.

A new feature in messenger settings will prevent your customers from starting a new conversation if they already have one open. This change makes conversations more of a continuous thread, preventing customers from reaching out to your team multiple times, which saves your team time and effort. This feature is available on web and mobile.

With our latest release to Articles, you can now save a draft version of a published article and view past versions of an Article. With drafts of a published article, you can make necessary updates and share them for review without needing to unpublish an Article. You can also view previous versions of an Article, who made the update, and when the update was made to help with internal change management.

To learn more, visit the Help Center.